PC Renewal Operations Analyst

The PC Renewal Operations Analyst supports the daily operations of a global PC Renewal Program, working closely with managed service providers and IT operations teams to ensure consistent and effective delivery of computer services. This role focuses on ServiceNow ticket processing, hardware asset management, vendor coordination, PC repair and replacement decisions, asset data accuracy, customer support, reporting, and process improvement.

Optimized Job Title

PC Renewal Operations Analyst

Overview / Summary

The PC Renewal Operations Analyst supports the daily operations of a global PC Renewal Program, working closely with managed service providers and IT operations teams to ensure consistent and effective delivery of computer services. This role focuses on ServiceNow ticket processing, hardware asset management, vendor coordination, PC repair and replacement decisions, asset data accuracy, customer support, reporting, and process improvement.

Key Responsibilities

• Process ServiceNow ticket requests to fulfill computer requests.

• Manage hardware service ticket requests end-to-end, from submission and validation through routing, fulfillment, resolution, and closure.

• Resolve customer issues and drive them to closure to mitigate escalation risk.

• Review Break/Fix requests and vendor repair quotes for accuracy, completeness, and proper assignment.

• Validate computer warranty status and evaluate repair versus replacement decisions based on cost, asset age, lifecycle, and business needs.

• Approve or decline repairs as authorized, following established guidelines.

• Coordinate with vendors regarding part quotes and escalate delays as needed.

• Validate and reconcile asset data across ServiceNow, CMDB, inventory, and vendor inventory systems.

• Resolve discrepancies related to serial numbers, ownership, location, and lifecycle status.

• Maintain accurate documentation of decisions, approvals, and closures.

• Identify process improvement opportunities to optimize planning, scheduling, and delivery of PC requests and deployments.

• Support data analysis and reporting needs using Microsoft Office applications.

Required Qualifications

• Knowledge of ServiceNow, including ServiceNow Operations Management and Hardware Asset Management.

• Understanding of PC hardware, warranties, asset lifecycle, and inventory management, including Break/Fix and repair processes.

• Ability to analyze vendor repair quotes and perform repair-versus-replacement cost analysis.

• Strong analytical, problem-solving, and attention-to-detail skills, with a focus on data accuracy.

• Excellent customer service and communication skills.

• Ability to prioritize multiple requests and manage workload against SLAs.

• Ability to work independently and collaboratively with internal teams and external vendors.

• Strong Microsoft Excel and Microsoft Office skills.

• Ability to identify process gaps and recommend operational improvements.

• Experience as a liaison, in vendor management, or customer support.

• Self-motivated, results-driven approach with strong prioritization and time-management skills.

• Ability to quickly learn and articulate new technology concepts.

Preferred Qualifications

• Experience processing ServiceNow ticket requests.

• Project management experience.

• IT Asset Management experience.

• Experience with asset/PC technology renewal cycles.

• Reporting and data analysis experience.

Work Arrangement

Hybrid work arrangement with onsite work Monday through Thursday and remote work on Friday.

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